Job Title

Operations Manager

Job Responsibilities

  • 1.Manages performance and behaviour of front line supervisors through effective meetings, coaching, and mentorship. 
    2. Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed. 
    3. Regularly review and analyse key metrics across the site to identify root causes and formulate solutions to improve performance
    4. Ensure Operations are run effectively and efficiently to meet the Service Level Agreement and Targets
    5. Responsible for staff development, staff planning to meet service requirements and involvement in recruitment process as necessary
    6. Providing regular performance feedback and giving frequent formal and informal coaching sessions for a better productivity
    7. On floor improvement initiatives
    8. Providing timely feedback/Update to management regarding performance of the process and improvement areas
    9. Taking initiatives to streamline processes and focus areas
    10. Should know how to handle Profit and Loss 
    11. Would be accountable for Performance / Client Management / Revenue achievement / People Management
    12. Attend frequent reviews (Internal as well as Client reviews)
    13. Manage the attrition and shrinkage at the process level
    14. Experience having worked leading a team in banking call centre will be given preference

Skill Requirement

 

  • 8+ years of experience and currently working in a BPO as manager operations and previous experience of managing a large-Scale operation with a minimum of 2 years managing frontline Supervisors or 4 years managing individual 
  • Contributors within a contact centre preferred. Strong 
  • Interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Ability to maintain composure in critical situations and Communicate clearly with both internal and external stake older

Job Location - 

Cyfuture India Pvt. Ltd.
Plot 197/198, NSEZ Noida Ph 2
Sec 82 Noida-201305

Recruiter Details

Name: Ranjana Mishra
Email: [email protected]
Phone: 9953685835

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